David Jarvis from TUI Travel PLC discussed strategies for enhancing user experience and operational efficiency in the travel sector during a breakfast meeting on December 14, 2010. He emphasized the importance of customer insight, multi-channel marketing, and the use of data analytics for better conversion rates, highlighting successful outcomes from recent projects. The presentation also included a call for job recruitment within his team.

1. ENDECA FRESH IDEAS BREAKFAST Tuesday 14 December 2010 David Jarvis / Specialist Holidays Group / TUI Travel plc

2. Don’t pani Mobile won’t be the death knell for your business – yet Your competitors’ search interfaces are probably just as bad as yours If your user experience doesn’t cross channels seamlessly, customers probably won’t notice If you don’t integrate with Facebook Connect, no one will die!

3. So, what’s on the agenda for 2011? GROWTH Conversion Optimisation Attribution Modelling Predictive Analytics A/B Testing Social Commerce Re-marketing Mobile Advertising Mobile search Path-to-conversion analysis Multi-channel marketing Behavioural targeting

4. So, what’s on the agenda for 2011? OPERATIONAL EFFICIENCY

5. Vision & buy-in Relevant to your business’s situation Derived from factual information Differentiates you from competitors Focussed on people Shared by peers & “powers that be”

6. Customer insight “ You are not your customer” Conduct observational research Understand how they think Document their goals and tasks – how they do their stuff Identify gaps where your offering falls down – seek competitive advantage

7. Customer insight

8. Team & resources Do you have agencies doing “day to day” work you could do better/cheaper in-house? Do you have the resources you need to deliver? Have you got the right tools for the job? Can you use automation to free up your “wetware”?

9. Heinous plug #1 > Now recruiting! Web Performance Manager SEO Manager Marketing Analyst Web Analyst Senior Web Designer User Experience Developer Online Marketing Specialists x 3 Located in Kingston / Crawley Ask me, or go to http://tuitraveljobs.co.uk But, no agencies, please!

10. Facts & analytics 58 data points collected weekly per website 5 websites

11. What I’m focussing on for 2011… OPERATIONAL EFFICIENCY

12. Heinous plug #2 > What we’ve been up to Crystal Ski live with Endeca Tuesday 25 October 12 month project! 37% conversion improvement within 2 weeks 16% conversion improvement year-on-year

13. THANKS FOR LISTENING! twitter.com/dcjarvis linkedin.com/in/dcjarvis David Jarvis / Specialist Holidays Group / TUI Travel plc